By David Crystal

New from Cambridge University Press!

By Peter Mark Roget

This book "supplies a vocabulary of English words and idiomatic phrases 'arranged … according to the ideas which they express'. The thesaurus, continually expanded and updated, has always remained in print, but this reissued first edition shows the impressive breadth of Roget's own knowledge and interests."

A linguistic analysis of global developments in Information TechnologyEnabled Services as industry adopts less face-to-face interaction.

The global developments in Information Technology Enabled Services havetransformed customer service encounters which were until recentlyface-to-face. Major business areas of healthcare, insurance, banking andmedia are increasingly moving their customer processes to call centres, webbased interaction, and email. ITES is set for explosive growth over thenext decade, alongside being increasingly outsourced to non-Englishspeaking destinations. The need for good English language communicationskills is becoming ever more acute. This book looks closely at interactivecommunication in customer-facing services, featuring the voices of bothacademics and those in industry. It aims to integrate the work of appliedlinguists, teachers, trainers and businesses. After an initial discussionon the value of research to applied training, the major issues of ITEScommunications are addressed with either an academic analysis beingfollowed by a training example derived from it, or with an analysis of aworkplace problem followed by a research-based solution proposal.

This volume should appeal to a wide readership in academic, businesstraining and HR departments.